Using On-hold Status in Views and SLAs
How does the On-hold status affect ticket views and SLAs?
The On-hold status can be used in ticket views and SLAs by selecting it as a value for the Status condition. You can also use the 'Hours since on hold' condition to track the time a ticket has been on hold. This helps in creating specific workflows and managing tickets more effectively.
More related questions
How do I activate the On-hold ticket status in Zendesk Support?
To activate the On-hold ticket status in Zendesk Support, you need to access the Admin Center. Navigate toObjects and rulesin the sidebar, then selectTickets > Fields. Click the options menu beside the Status field and selectEdit….
What is the purpose of the On-hold ticket status in Zendesk?
The On-hold ticket status is used to manage tickets that require input or resolution from a third party. It helps distinguish between tickets that are the responsibility of agents and those waiting for external input. This status is visible only to…
Can I use the On-hold status in Zendesk reports?
Yes, on Support Professional and Enterprise plans, you can use the On-hold status in reports. Metrics like On-hold tickets and On-hold time can be tracked, providing insights into how long tickets remain on hold. This status also affects metrics…
How does the On-hold status work with ticket sharing in Zendesk?
In ticket sharing agreements that use 'Make public & private comments; sync status', the On-hold status is treated as Open. This means if a shared ticket is set to On-hold by the sending account, it appears as Open in the receiving account, even if…
How can I activate the On-hold status for custom ticket statuses?
To activate the On-hold status for custom ticket statuses, go to the Admin Center, clickObjects and rules, then selectTickets > Ticket statuses. Click the Options menu and selectStatus category settings. From there, you can activate…
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